Hakem Bouamama
Summary
Dedicated customer success professional with extensive experience in account management and system diagnostics. Skilled in analyzing trends to drive process improvements and ensure timely resolutions, consistently boosting customer satisfaction and loyalty.
Proactive team lead with strong capabilities in technical troubleshooting and cross-functional collaboration. Committed to enhancing team performance and delivering exceptional support, resulting in improved client trust and loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Specialist & Team Lead - Robotic
Avidbots
Kitchener, ON
02.2024 - 12.2025
- Resolved technical issues for customers using Avidbots' robotic solutions.
- Provided troubleshooting support via phone, email, and chat to enhance customer satisfaction.
- Documented customer interactions and solutions in ticketing system for future reference.
- Collaborated with engineering teams to escalate complex technical problems efficiently.
- Trained new staff on product features and troubleshooting techniques to improve team performance.
- Conducted product demonstrations, depolyment, for clients, showcasing features and benefits of robotic systems.
- Analyzed recurring issues to identify trends and recommend process improvements.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
Account Services Coordinator - Robotic
Avidbots
Kitchener, ON
11.2022 - 01.2024
- Managed client inquiries and provided timely resolutions to enhance customer satisfaction.
- Coordinated project timelines and deliverables to ensure alignment with client expectations.
- Developed and maintained strong relationships with clients through regular communication and follow-ups.
- Collaborated with cross-functional teams to streamline account management processes and improve efficiency.
- Analyzed client feedback to identify trends, driving improvements in service delivery and product offerings.
- Prepared detailed reports on account performance, contributing to strategic planning discussions with stakeholders.
- Implemented process enhancements that reduced response times for client requests, boosting overall productivity.
- Managed multiple accounts simultaneously, prioritizing tasks for optimal results.
- Served as a liaison between clients and internal departments, fostering effective communication and collaboration.
- Leveraged analytical skills to track progress towards goals set forth by department leadership.
- Coordinated internal resources necessary for successful project execution, ensuring timely delivery of services to clients.
- Consistently met or exceeded performance targets related to account management metrics such as retention rates, revenue growth, and client satisfaction scores.
- Developed strong relationships with clients, leading to increased trust and loyalty.
- Provided exceptional customer service while handling inquiries from clients regarding their accounts or billing issues.
Deployment Technician Robotic
Avidbots
Kitchener, ON
05.2020 - 10.2022
- Led deployment of autonomous cleaning robots in commercial environments, ensuring optimal functionality and performance.
- Trained team members on installation processes and troubleshooting techniques for advanced robotics systems.
- Coordinated logistics for equipment delivery and setup, streamlining operations in multiple client locations.
- Diagnosed technical issues during deployments and executed effective solutions to minimize downtime.
- Implemented best practices for equipment maintenance, improving overall reliability and service longevity.
- Collaborated with engineering teams to provide feedback on product enhancements based on field experiences.
- Oversaw compliance with safety regulations during installations, fostering a secure working environment for all personnel.
- Improved client satisfaction by providing exceptional customer service throughout the entire deployment lifecycle.
- Received assets and moved equipment within or between facilities.
- Managed inventory effectively, ensuring adequate supply of equipment for scheduled deployments.
- Reduced downtime for clients by troubleshooting and resolving technical issues promptly.
- Maintained up-to-date knowledge of industry trends, enabling informed recommendations on emerging technologies for deployment projects.
- Evaluated post-deployment feedback from end-users, using insights to drive continuous improvement initiatives in future projects.
- Maintained a proactive approach towards issue resolution through early identification, reporting, tracking, and escalation.
Education
Sustainable Dev
IQAS
Edmonton, AB06-2018
Skills
- Technical troubleshooting
- Remote IT implementation
- Remote support
- Incident management
- Hardware upgrades
- Account management
- System diagnostics
- Customer success management
Languages
English
Full Professional
French
Full Professional
Certification
- OHSC Certified: Canadian center for occupational health and safety Health and safety committee
Timeline
Technical Support Specialist & Team Lead - Robotic
Avidbots
02.2024 - 12.2025
Account Services Coordinator - Robotic
Avidbots
11.2022 - 01.2024
Deployment Technician Robotic
Avidbots
05.2020 - 10.2022
Sustainable Dev
IQAS